Workforce Coordinator

Job Description

REQUIREMENTS

• Previous experience in workforce coordination, or in a comparable role required.
• Experience using the Genesys Cloud Workforce Management (WFM) module in a contact center environment highly preferred.
• Strong understanding of schedule adherence, intraday management, and workforce optimization.
• Proficiency with Microsoft Excel.
• Excellent organizational, analytical, and time management skills.
• Strong written and verbal communication skills.

RESPONSIBILITIES

• Maintain vigilant awareness of agent schedule adherence and promptly communicate adherence concerns and outliers to contact center leadership.
• Monitor the attendance line throughout the day, document employee call-ins, and communicate attendance impacts to leadership.
• Review Paid Time Off (PTO) requests and approve, deny, or escalate requests in accordance with company policy and operational coverage requirements.
• Assign and modify agent skills and queue memberships throughout the day to support changing business needs.
• Perform proactive and retroactive adherence adjustments based on operational events and leadership direction.
• Assist with occasional ad hoc reporting and workforce-related data requests.
• Partner with Operations and Workforce Management leadership to maintain service level objectives and appropriate staffing coverage throughout the day.

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